Talent Acquisition at Swiggy
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Swiggy - Senior Analyst - Process Excellence (3-5 yrs)
Senior Analyst - Process Excellence
Description: Senior Analyst - Process Excellence- (OPEx- Customer Care/Call Center Vertical)
About the Position:
- The Operational & Process Excellence team (OPEx) is focused on setting up a process excellence roadmap for the Swiggy Contact Center. It is our goal to continuously improve CC processes to make them more Efficient, Customer Centric, Reliable and Cost effective.
- This team is directly responsible for leading efforts to establish and sustain a culture of Operational Excellence and Continuous Improvement across all lines of business.
- The team acts as one of the enablers to achieve the long-term vision of achieving ?World Class Contact Center Services? for our customers
What you will do (Roles and responsibilities):
- Stay up to date with all metric level attainment, process updates and changes in the assigned business.-
- Using data and investigations to draw insights and provide recommendations on metrics including but not limited to AHT, FTNR, Quality, CSAT, Escalations and ITO
- Identifying opportunities for process improvement and undertaking lean, defect prevention or process excellence projects that facilitate quick wins as well as short to long term benefits for the org
- Work closely with operations, quality and training teams to gain insights into business management practices and value from each process. Providing recommendations to Add/Remove/Modify processes to boost efficiency and effectiveness of each effort.
- Start, run and maintain various Knowledge Management initiatives of the team including but not limited to - Development, Modification, Archiving of SOPs, maintaining knowledge base and creating/modifying workflows
- Partnering with training team to facilitate new hire orientation sessions on OPEx
- Run focus group sessions with the team to continuously identify best practices
- Metrics for performance measurement
- Completion of projects and associated tasks within timelines
- Process Insights and defects identified and solutions recommended
- Training initiatives facilitated
- Creation/updating of assigned SOPs within timelines
- Participation in continuous improvement culture building initiatives
- Compliance in attendance, knowledge test and other governance metrics
What do you need (Desired skills):
- Graduate (technology streams preferred)
- 4 to 10 years of Industry Experience
- Should have at least 2-3 years of experience with a solid track record in a Customer Service role, especially on metrics like Quality, CSAT and Average Handle times.
- Should have led at least 1 Green Belt Projects and be certified
- Proficient in implementation of 5S, Kaizen, Just in time and other lean methodologies
- Ability to work flexible hours and travel to partner locations, if required (all shifts and within country).
- Prior background in Process Excellence, Defect prevention, Production management or Lean, preferably in an Omni-Channel Contact Center.
- Proficiency & sound knowledge in preparing MS office presentations and excel spreadsheets.
- Ability to look deeper, beyond the obvious, observe different methods and link their results with overall impact on customer experience or efficiency.-
- Ability to dissect a service process into various components and investigate them individually.-
- Communicate effectively, using different modes of communication and influence individuals from a varied skill set and background
- A very strong customer centric mindset, openness to new ideas and experiments
- Experience in a Customer Service environment with exposure to Voice/Email/Chat/SM mode of customer interaction.
- Completed Six Sigma Green/Yellow Belt Certification from a reputed accreditation body
- Having prior experience in conducting/facilitating White belt / Yellow belt trainings
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